A ServiceNow (NYSE: NOW), an AI platform for business transformation, today announced the launch of the Yokohama platform, expanding its AI agents in CRM, HR, IT, and other areas to enhance workflows and drive operational impact. The new features include pre-configured agents, designed to deliver productivity and predictability from day one, along with tools for creation, integration, and full lifecycle management of AI agents.
Since data fuels AI, ServiceNow also announced the expansion of the Knowledge Graph, with advancements in the Common Service Data Model (CSDM), enabling greater connectivity between data sources and improving the efficiency of AI agents.
According to Gartner, by 2028, 40% of CIOs will require “Guardian Agents” to autonomously monitor and contain the outcomes of AI actions, highlighting the need for a coordinated approach to large-scale AI implementation. With the Yokohama Release, ServiceNow positions itself as the control tower for enterprise AI agents, eliminating challenges such as data fragmentation, governance gaps, and real-time performance difficulties.
Unlike other isolated AI solutions, ServiceNow’s AI agents operate on a single integrated platform, ensuring real-time connectivity through the Workflow Data Fabric. This allows businesses to manage thousands of AI agents in CRM, IT, HR, finance, and other areas, ensuring centralized visibility and control.
“Agentic AI is the new frontier. Business leaders are no longer just experimenting with AI; they are demanding solutions that deliver productivity at scale,” said Amit Zavery, President, CPO, and COO of ServiceNow. “Our leading agentic AI framework meets this demand by offering predictability and efficiency from the start. By combining agentic AI, data fabric, and workflow automation on a single platform, we make it easier to integrate AI into business processes, enabling organizations to measure and drive business outcomes faster, smarter, and at scale.”
ServiceNow AI agents are available to accelerate productivity at scale
Business leaders are moving beyond the experimental phase, demanding AI solutions that deliver real results. ServiceNow’s new AI agents are available and can transform productivity and operational efficiency. Examples include:
- Security (SecOps): AI agents eliminate repetitive tasks and enhance security operations, allowing teams to focus on preventing real threats.
- Autonomous change management: AI agents act as experienced change managers, creating implementation plans, tests, and rollback strategies based on impact analysis, history, and similar changes, ensuring safe execution and minimizing risks.
- Proactive network testing and repair: AI agents operate as autonomous troubleshooters, detecting, diagnosing, and fixing failures before they impact network performance.
Ease of managing the AI agent lifecycle
The AI Agent Orchestrator and AI Agent Studio are now available with expanded capabilities for full AI lifecycle governance. Highlights include:
- Agent onboarding optimization: AI Agent Studio now simplifies agent setup with guided instructions and natural language commands.
- Enhanced monitoring and analytics: New analytics dashboards enable detailed monitoring of AI agent usage, quality, and operational impact.
- Integration with business KPIs: Workflows are now directly linked to performance indicators, enabling ROI tracking and operational efficiency.
Advancements in data integration and contextual intelligence
At the core of the ServiceNow platform is the Workflow Data Fabric, which enables AI-powered workflows to seamlessly integrate with an organization’s data, regardless of the system or source. The Workflow Data Fabric allows businesses to gain deeper insights through AI-driven contextualization and decision intelligence, while automating manual tasks and creating process efficiency.
New in the Yokohama Release, ServiceNow continues to expand its Knowledge Graph capabilities, with enhancements to the Common Service Data Model (CSDM). The CSDM provides a standardized model for IT and business service management, enabling rapid, secure, and regulation-compliant technology deployments. By unifying hundreds of technology categories, systems, and processes into a single model, the CSDM allows organizations to implement and scale technology with confidence. With this update, customers gain a unique advantage: the ability to orchestrate seamless transitions between AI agents and human agents, ensuring work flows uninterrupted between teams. Integrated governance and auditable data provide transparency and trust, enabling businesses to keep pace with innovation while ensuring regulatory compliance.
Availability
- All features announced today are generally available and can be found in the ServiceNow Store.
- Learn more about additional agentic workflows in the ServiceNow blog.
Additional information
- Beyond AI agent innovations, ServiceNow also announced advancements in automation, governance, and workflow intelligence in the Yokohama Release.
- Details about new accessibility features and AI governance enhancements can be found in the ServiceNow blog.
*Gartner Press Release, Gartner reveals top predictions for organizations and IT users in 2025 and beyond, October 22, 2024. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
